The interviewer wants to hear about a particular situation where you used good judgment to solve a work-related problem. Be sure to showcase your logic and reasoning abilities. Share a brief overview of the problem, discuss the pro/cons of each decision you could have made, and tell the interviewer why the solution you chose was the best.
"Just yesterday I had a customer who was upset because our sales associate would not refund a service that the customer had already used in full. She was outside of the 14 days return policy as well. I am the manager, so I stepped in to alleviate the situation. By showing the customer that I could meet her in the middle, she was able to calm down and reason with me. I did not refund her the full price; however, I offered her a $25 in service credit. I know this will cost my company mere dollars and, in the end, I had a happy customer again."
"I had a customer who was unhappy with his purchase (the service in question cost over $20k). He then was unhappy with the way in which the arbitration process was heading, and although my team all said just to let him be and have him work with our Director of Operations to resolve the issue, I knew that I could lose a customer over a one time issue. I mediated the call, allowed him to air his grievances, and assured him that we would work together to solve the issue."